The relationship between administrative automation and customer satisfaction of the social security organization of Gilan province

Academic Thesis for Master's Degree

Field: Business Management  Speed, accuracy, safety and . are among these benefits. The purpose of this research is to investigate the effect of administrative automation on customer satisfaction of the social security organization of Gilan province. The research method is descriptive-survey of correlation type. The statistical population of the research includes all the clients of the Social Security Organization of Gilan province, of which 270 people were selected as a sample.  In this research, the Pearson correlation method was used to check the research hypotheses. The research results showed a significant positive relationship between automation services and overall customer satisfaction and its dimensions. The obtained results showed that there is a positive and significant relationship of 0.628 between automation services (99% confidence level) and overall customer satisfaction. Also, there is a positive and significant relationship between comfort (at a 99% confidence level) and overall customer satisfaction (r=0.439), queue management and overall customer satisfaction (r=0.501), personalization and overall customer satisfaction (r=0.414), and responsiveness and overall customer satisfaction (r=0.510), safety and overall customer satisfaction (r=0.354). It is one of the signs of today's world. This progress, development, change and transformation has also entered the principles of management and marketing. Today, many concepts of theories and management literature in general have been revised and rewritten based on the customer (Ayari, 1384, 11).

Today, information technology helps us break down the walls that separate tasks, geographical locations, and management levels, and allows us to create a new network of relationships between organizational members and external organizations.

Information technology, of which office automation is also a part, refers to a set of computer-based hardware and software that are used to store, transfer, and convert data into meaningful information. Getting rid of economic crises and reducing productivity in public organizations.

C: Structural changes in order to increase productivity and optimize the executive system.

D: Using the information pyramid (Rohanvard 1381; 74).

The experts believe that one of the ways to increase the effectiveness of the organization is to improve the quality of services and to meet the needs and expectations of customers. Deming, one of the pioneers of the TQM movement, equates quality with customer satisfaction. Therefore, by increasing the quality of services, customer satisfaction increases and thus the effectiveness of the organization is improved, and the purpose of implementing administrative automation is to increase the effectiveness of the organization. Of course, the effectiveness of the organization has indicators that include financial performance, customer satisfaction, employee and builder satisfaction (McLeod, translation: Jamshidian 1378; 473) Information technology has changed the nature and administrative methods in organizations. Such changes are known today as administrative automation.

The concept of administrative automation implies that the administrative organization and, as a result, the organizational structure can be revised using existing technologies and taking into account the goals and tasks related to it, as well as the capabilities of the manpower required for it (Rahnvard 1381; 74). The attitude towards the social security mechanization plans of other countries was established and communicated to the units of the organization for implementation. This plan includes the components shown in Figure 1-1.

Figure 1-1: General plan of administrative automation in the Social Security Organization (Social Security Organization website)

Therefore, the purpose of the present research will be to investigate the impact of the above plan on customer satisfaction in the Social Security Organization in order to check the correctness of the plan and reveal system errors.  

1-2) Statement of the problem:

One of the important environmental factors is the customers of an organization. Management experts consider obtaining customer satisfaction as the most important tasks and priorities of companies' management, and the need for constant and stable adherence of top managers to customer satisfaction is a prerequisite.Management experts have considered obtaining customer satisfaction as the most important tasks and priorities of companies' management and the need for constant and stable adherence of top managers to customer satisfaction is the main condition for success (Ali, 2008). The need to pay attention to the customer and customer orientation has been on the agenda of organizations in advanced industrial countries for years. Organizations in this type of countries consider the basis of their continuity and life to depend on the satisfaction of customers and have taken basic measures in order to satisfy them. Among these measures, it is possible to mention the formulation of strategies based on customer orientation, the involvement of customers in the production process, and the announcement of slogans such as: The customer is right, as his mission (Wheelen and Hunger, 2002).  Therefore, almost all organizations and business enterprises try to achieve a privileged position compared to other competitors through the achievement of unique advantages. On the other hand, customers are always looking for suppliers who provide goods or services with high quality and lower cost.

According to the available scientific texts, many methods have been provided to improve the performance of organizations, among which we can refer to comprehensive management methods (TQM), different ISOs, standardization and automation of the organization's activities. Therefore, office automation is one of the ways to improve the performance of organizations in order to increase customer satisfaction, hence, the definition of office automation and a brief look at how to implement it is necessary (Yasin et al., 2004).

Automation is the use of machines to perform physical tasks that are usually done by humans. The first applications of automation began in the factory. By the late 1950s, production machinery was designed to be controlled by punched holes in the paper tape. (Santos, 2003). Administrative automation is the use of computer and communication technology to facilitate administrative affairs in the organization in order to improve their efficiency. The use of computers to prepare documents, store and recycle them as well as send data to different parts of the organization and outside of it has brought significant effects (Al-Hawari and Ward, 2006).

The idea of ??paperless offices[1] and the useful results obtained from it can only be realized through the use of the administrative automation system (Sarafizadeh, 2011; 65). It is responsible for the people of the organization and outside the organization. This communication helps to improve coordination of activities and quality of work. Text processors, e-mail, voice sending, faxing, video conferencing, audio conferencing are some of the tools that can be used in this collection.

The office automation system is made up of cartable (secretariat) systems, document archives and process management, which is connected with the secretarial system, operation processing systems and document archive system. Therefore, "in a complete set of administrative automation, all operations of the organization are organized through software systems". The country) is the largest insurance organization and the second producer of treatment in the country, which provides numerous services in the insurance and treatment sector to its customers. It has realized the importance of taking measures to increase customer satisfaction for the survival of the organization, and as the largest insurance organization in the country, which has the mission of improving the national social security system, it cannot be indifferent to the use of modern technologies, especially since this organization has a long history of using computers. On the other hand, the expansion and diversity of the organization's services, while placing a heavy responsibility on the shoulders of the officials of this organization, has also caused the level of expectations and demands of the insured to increase.

The diversity, breadth of services and the large population under the coverage of this organization prompted the experts of the social security organization to think of ways to provide better services and increase customer satisfaction in order to eliminate service deficiencies as well as customer satisfaction.